Help CentreChannel manager Booking.comFAQs: Booking.com integration

FAQs: Booking.com integration

Can I uplift my pricing on Booking.com, if so how do I do this?

Yes, to uplift your pricing you need to navigate to Integrations > Channel Manager > International > Booking.com

For legacy integration, next to your property click on 'Rate options'

Enter your uplift rate. The uplift will be saved automatically.

Now you need to resend your rates to Booking.com. To do this go to the property and navigate to the heading 'Send Data' > Click 'Send Data'.

For full content API integration, enter your uplift, the page will automatically save.

Now you need to resend your rates to Booking.com. To do this go to the property > select the first 'Period rate' and click 'Send', then select the second set of dates and 'Send'.

You have now successfully sent your rates to Booking.com. Please note it can take up to 24 hours for this change to update on Booking.com and may take longer to complete if you have many properties.


What is the difference between Booking.com Standard/Non refundable rates?

A non-refundable rate is a rate you can offer at a lower price, however if the guest cancels at any stage then the money is non-refundable.

A standard rate can have a cancellation policy defined by the client.

Do I need to have both Standard and Non Refundable rates on Booking.com?

For legacy integration you can choose to just have a standard rate or both a standard and non refundable rate on your listing.

For full content API integration both the standard and non refundable rates will be added to your listing.

How do I send across my discounts to Booking.com?

Go to Integrations > Channel Manager > International > Booking.com

Scroll to the bottom of this page and set 'Send discounted rates' to 'Yes' then 'Save' at the bottom of this page.

Now you need to re-send your rates to Booking.com so that they can update the pricing on their side.

To do this go to Integrations > Channel Manager > International > Booking.com and scroll to your very last listing. You will see a section for 'Send Data for All' > Click 'Send Data for All'. 

You have now successfully sent your rates to Booking.com. Please note it can take up to 24 hours for this change to update on Booking.com and may take longer to complete if you have many properties.

How do I exclude discounted prices being sent to Booking.com?

Go to Integrations > Channel Manager > International > Booking.com

Scroll to the bottom of this page and set 'Send discounted rates' to' No' then 'Save' at the bottom of this page.

Now you need to re-send your rates to Booking.com so that they can update the pricing on their side.

To do this go to Integrations > Channel Manager > International > Booking.com and scroll to your very last listing. Underneath this you will see a section for 'Send Data for All' > Click 'Send Data for All'.

You have now successfully sent your rates to Booking.com.

Please note it can take up to 24 hours for this change to update on Booking.com and may take longer to complete if you have many properties.

Can I block availability on Booking.com but leave dates available on my own website?

Yes. To do this go to Integrations > Channel Manager > International > Booking.com

For legacy integration next to your property click on 'Block availability' > click 'Block Booking.com Availability'.

For full content API integration click the calendar next to the listing.

In the pop-up window you can tick the dates you wish to close on Booking.com but remain open for your own website.

Please re-send your rates to Booking.com to ensure availability is up to date.

Can I send per person pricing to Booking.com?

Yes. If you have per person pricing set-up then this is sent across by default to Booking.com

Can I include the cost of my default booking extras onto my Booking.com price?

Yes. To do this go to Integrations > Channel Manager > International > Booking.com

Click on 'Rate options'.

Set Include 'Required Extras' to 'Yes'.

Repeat if necessary for any other properties.

Now you need to resend your rates to Booking.com. To do this go to the property and navigate to the heading 'Send Data' > Click 'Send Data'. 

You have now successfully sent your rates to Booking.com.

Please note it can take up to 24 hours for this change to update on Booking.com and may take longer to complete if you have many properties.


Why is my Booking.com pricing not displaying correctly?

There could be a number of factors that your price isn’t displaying as you wanted. You always need to ensure:

  1. You resend your rates whenever you make a price setting change within Integrations > Channel Manager > International > Booking.com
  2. You should always check your settings. Are you sending discounted rates? Have you set an uplift? Is the pricing in your Price Planner correct?

Re-send your rates to ensure your SuperControl pricing gets published correctly.

To do this go to Integrations > Channel Manager > International > Booking.com and scroll to your very last listing. Underneath this you will see a section for 'Send Data for All' > Click 'Send Data for All'. 

You have now successfully sent your rates to Booking.com. Please note it can take up to 24 hours for this change to update on Booking.com and may take longer to complete if you have many properties.

If after 24 hours your rates are still not correct then please contact us.

Can I send over property information to Booking.com from Supercontrol e.g. photos, descriptions etc?

Yes, if you do not have an existing listing for a particular property in Booking.com you can now use the content API integration, please see more information here 

If you have an existing listing for the property in Booking.com already you should sync Rates & Availability only (Legacy Integration) and would therefore update your listing content and photos from within your Booking.com Extranet login. 

Can I change the dates or property on a Booking.com booking directly in SuperControl?

No. If the booking has originated from Booking.com then only date and property changes can happen by the guest if they modify their booking from within Booking.com. Any changes made by the guest will synchronise into SuperControl to ensure all availability and pricing is up-to-date.

Can I send my refundable deposit to Booking.com?

No. The refundable or security deposit cannot be sent to B.Com. 

How do I take a guest payment on a booking from Booking.com?

1. When a guest places a booking on Booking.com, they enter their card details directly into Booking.com.

2. The card details will then be registered and ready to be processed within SuperControl. Select the registered card option when processing a payment:

Note: If you use Sage Pay as your payment processor, a card cannot be registered if a guest uses the quick checkout on Booking.com as we require their full address details to register the card details. If this happens, you will need to contact the guest directly for their address and card details and manually enter them in SuperControl.

Where a booking does not have a post code within the booking, within the customer details add 0000 into the postcode field > Save > Retry the payment.

In a booking go to the Booking.com tab. Here you can mark the credit card as invalid:

If a card has been marked as invalid three times, then the opportunity to cancel the booking appears:  

You will be notified when new card details have been entered so payment can be attempted again.

How do I correspond to guests in a booking from Booking.com?

1. Once a booking is placed on Booking.com, you will receive a notification from Booking.com that you’ve had a new booking.

2. You should then correspond by email to the guest within SuperControl, the way you would if it was your own booking e.g sending balance reminder email. Messages the guest has sent via Booking.com will not come through to SuperControl, so they will need to be replied directly via Booking.com.

3. You will find instructions on how to send emails to a guest within SuperControl here.

How do I disable a property from Booking.com?

1. Go to Integrations > Channel manager > International > Booking.com.

2. For legacy integration, search for the property you wish to disable, and, on the right-hand side, under the green 'Manage Visibility' bar, tick 'Disable property' and un-tick 'Send rooms to sell' > Save.

For full content API integration, click on 'Configuration' next to the property > Tick 'Disable property' and un-tick 'Send rooms to sell'> Save

3. Re-send your rates and availability so it blocks everything out on Booking.com. Select the first period and “Send data”, once complete select the second period and “Send data”. Repeat if necessary for any other properties.

4. You now need to log into your Booking.com extranet to disable the connection from their side. You can delete a room by following these instructions.

How do I disable virtual cards on Booking.com?

Having virtual cards enabled in Booking.com means you cannot charge the guest until arrival. To disable this follow these steps:

1. Login to Booking.com partner portal

2. Go into each property from the top right hand menu

3. In the tabs at the top go to “Property” and then select “Policies”

4. Scroll down to the “guest payment options” and click the blue button to “change / add details”

5. In the popup scroll to the bottom and change the “allow online payments” to “no”. It will ask you why you want to change it, then select “cannot charge virtual cards”.

Why are payment details not being sent to SuperControl for a Booking.com booking?

If you use Sage Pay or Holiday Rent Payment as a payment processor, these payment providers request a postcode from the guest along with their address details to verify the card.

In Booking.com, the guest is not forced to enter their post code, if they do not enter this it means we cannot pre-authorise the details for you to take payment in SuperControl.

Where a booking does not have a post code within the booking, within the customer details add 0000 into the postcode field > Save > Retry the payment. 

In a booking go to the Booking.com tab. Here you can mark the credit card as invalid:

If a card has been marked as invalid three times, then the opportunity to cancel the booking appears:  

You will be notified when new card details have been entered so payment can be attempted again.

What can I do?

You have two options (once you have gathered the full address information from your guest):

Option 1: You will need to send the guest a copy of their booking summary that contains the payment link (click here for instructions how to do this), or contact the guest by phone and ask for their details over the phone.


Option 2: Please contact support@supercontrol so we can disable card details from coming through into our system. This means the full card details (including the 3-digit code) can be viewed within your Booking.com Extranet. You can then input these card details into your SuperControl booking and take payment.

I haven’t received a credit card CVC code for a booking. What should I do?

Check your settings

In your booking.com extranet, often, the default setting is to not send CVC codes. If this is the case, and you need the codes for your business operations, please contact the Booking.com Connectivity team by sending them a message through your extranet inbox. Select ‘Property Details’ as the subject and they will forward the CVC codes.

It’s good to remember that requesting CVC codes can reduce the conversion rate of bookings at your property, as customers generally prefer to provide fewer details.

AMEX and other cards

Booking.com don’t request CVC codes from AMEX card users.

If the card is not AMEX and the issue is affecting more than one booking, please contact SuperControl to ensure that CVC code details are being passed from them to you.

If we are not receiving these codes, we can contact the Booking.com team to change this.

I'm not receiving virtual card details from Booking.com to process payments

From your Booking.com account you may not have it enabled to accept "Virtual cards". Please contact Booking.com to enable this for you and this should solve the issue.

To make the most of Booking.com, watch this webinar.

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